Director, Client Success

The Director, Client Success, is a customer-facing role responsible for driving implementation and solution adoption for Beyond, our transformational education benefits solution aimed at preparing the workforce of the future.

This role is critical to program success and ensures that customer needs are being met throughout the implementation and ongoing client management process.

This individual is tasked with building customer-loyalty and creating long-term growth for Wiley Education Services by helping our clients derive value from the solution.

This is a skilled position requiring deep experience in project management, conflict management, internal and external communications, critical thinking, a nimble learning style and technical literacy.

Along with external customer interaction and expectation setting, this is primarily a project planning and delivery position which interacts with cross-functional teams such as: sales, marketing, product, employee solutions and the content teams to ensure a smooth customer experience toward achieving customer and Wiley Education Services’ goals.

The ability to foster strong client relationships and deliver success for each unique customer will be key to building loyalty and long-term customer satisfaction, retention, and value.

Ultimately, the Director, Client Success will create impact measured by 1) client satisfaction with how Wiley Beyond solves their workforce needs 2) increasing employee and resident success in learning and career pathways and 3) opening new demand channels for our learning network partners.

Responsibilities Serve as key lead on program implementation and project management Ensure a stellar customer experience at every stage of the customer lifecycle Serve as a solution subject-matter-expert advocating for clients and their employee or citizen users Collaborate with assigned Account Executives ahead of signature to support closing stages of new clients, help define and document client goals and service level expectations, and the plan to best deliver upon our promises Establish rapport and maintain strategic/executive relationships with key client leaders Oversee multiple client engagements simultaneously Develop tactical implementation plans, execute them, and measure results to ensure client success and satisfaction Coordinate cross-functionally to create alignment toward achieving customer goals, customer health and frictionless onboarding experiences Drive customer implementation plans managing activities that will deliver on defined outcomes/goals and create enduring client relationships Conduct regular project team status meetings Collaborate with marketing to produce and deliver effective executive-level presentations and materials Perform pre-launch quality assurance testing and log problems, issues, or necessary changes Proactively offer solutions and resolve customer issues Track issues and find resolutions by working with the right resources Provide first-class training and assistance to application administrators Strategically analyze and assess solution performance for each assigned client Prepare regular client reports that illustrate solution usage, how the solution is supporting client goals, and return on their investment Introduce customers to plans for continued adoption, growth or optimization efforts that will meet their evolving human capital needs Become an invaluable resource and trusted partner to clients Drive continuous feedback practices to keep the client-base intact, make process improvements and inform product enhancements Report to leadership and provide updates for upcoming activities and open issues Role Qualifications Desired
– Master’s degree and 5 years’ experience in enterprise-level (10,000 employees) B2B client success, customer experience or client management Domain expertise: talent strategy, workforce and economic development, career pathing, and learning strategies Sectoral experience working with or inside of healthcare, manufacturing and/or industry 4.0 technologies Experience working with talent-related software-as-a-service solutions Required: Bachelor’s degree and 3-5 years’ experience in B2B account management Essential Skills and Competencies Office 365 Comfortable working in a CRM Base understanding of contracting and how to ensure that deliverables are met Emotional intelligence with empathy and ability to understand customer needs Excellent communication, interpersonal skills, and eloquent writing skills High attention to detail with the ability to stay organized and meet deadlines Demonstrated impact on and passion for customer relationships Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands Data driven decision maker with a strong focus on execution Strong operational and process knowledge to manage timelines and activities Ability to manage complexity and make sense of disparate, high quantity, and sometimes contradictory information to effectively solve problems